Tijuana - Sr. IT Service Delivery Tech

By living according to a common set of values, we create a culture that unifies, embraces the uniqueness we all bring to the company, and positions Integer for long-term success.

At Integer, our values are embedded in everything we do.

Customer

We focus on our customers’ success

We create better solutions

We create success together

Inclusion

We always interact with others respectfully

We are open and honest with one another

Integrity

We do the right things and do things right

Job Summary :

The primary purpose of this position is to support and maintain all IT hardware and software; including desktops, laptops, printers, mobile devices, phones, peripherals and client software.

Provides direct support to office, manufacturing and engineering environments in person, over the phone and via e-mail to local and remote Associates.

Participates in the development of IT support processes, tools and documentation for company.

Accountabilities & Responsibilities :

• Provides support for client computing hardware and software.
• Builds, configures and deploys desktops, laptops and related peripherals
• Troubleshoots and resolves issues by utilizing Standard Operating Procedures
• Provides technical guidance and training to internal associates
• Provides outstanding service to our Associates and always exceed their expectations.
• Provides after hours support as needed for responsible site(s)
• Follows redeployment and disposal processes.
• Participates in ensuring that customer requests via the ticketing system are managed to closure.
• Delivers results in support of achieving the organization’s Service Level Agreements and high customer satisfaction ratings.
• Performs server administrative tasks and assists in developing server backup procedures.
• Leads / assists in the development and execution of key IT projects
• Performs User Administration functions if required
• Assists in the development of client Hardware & Software standards and procedures.
• Provides guidance and training to less experienced Service Delivery and Service Desk associates.
• Adheres to Integer’s Values and all safety, environmental, security and quality requirements including, but not limited to : Quality Management Systems (QMS), Safety, Environmental and Security Management Systems, U.

S. Food and Drug Administration (FDA) regulations, company policies and operating procedures, and other regulatory requirements.

Performs other duties as required.

Education & Experience :

• Related certifications preferred : MOS, MCTS, A+, ACMT and ITIL V3
• Minimum Experience : 3-5 years of experience with an Associate’s degree supporting the areas outlined in the technical requirements above.

0-3 years of experience with a Bachelor’s degree.

• Experience supporting manufacturing and engineering companies preferred.

Knowledge & Skills :

• Special Skills :
• Strong interpersonal skills, communicate effectively with people at all levels of the organization and have experience creating polished, comprehensive documentation.
• Practiced, logical approach to technical problem solving.
• Capable and willing to adapt to rapid changes.
• Ability to work from a ticket queue, prioritize well and manage time.
• Work effectively with local and remote team members.
• Communicate effectively with people of different backgrounds and levels of technical capability.
• Positive, customer support- focused attitude.
• Specialized Knowledge :
• Direct experience working with Intel-based, Windows server and storage technologies under the direction of Level 3 analysts
• Strong understanding of wired and wireless LAN network concepts, general understanding of WAN concepts

U.S. Applicants : EOE / AA Disability / Veteran

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